Complaints

This profile includes complaints for Planet Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Planet Fitness

  440 Boston Post Rd Orange, CT 06477-3538

• 

  Planet Fitness

  160 Amity Rd New Haven, CT 06515-1405

• 

  Planet Fitness

  1188 New Haven Rd Naugatuck, CT 06770-5035

• 

  Planet Fitness

  40 Boston Post Rd Ste 20 Waterford, CT 06385-2424

• 

  Planet Fitness

  85 Harbor View Ave Stamford, CT 06902-5913

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ***** *******. I live in ********* **********I have never signed up for in membership for planet fitness which is located in ********* ********** let alone some premium black membership. I did not notice literally until like a year and a half later that I had been being charged $27 some months $20 and $27 some months also random $50 payments sometimes two $50 payments came out the same day of the same month.. but coming out but continuously was at least least $27.35 were coming out of my account. I did not notice this just because honestly $27 gets lost in all of my other pending transactions until six months ago I had a problem with a different kind of fraud on my account and when talking to my bank they and I both noticed it and I tried canceled my so-called subscription which I never even had… Nor did I ever give them any of my information and if they could look it up, I never stepped foot in that gym never signed into the gym. Why would I have an account for almost 2 years and pay for it and never use it????. I never stepped in the gym once. But when I go to try and cancel it.then they’re trying to say that I have a balance of $80 something dollars overdue, which is insane because they have charged me a total of $803.72 from June 20,2023- June 17,2025. I’m not paying that money that they are saying is “overdue”.
  Yes, I know it may sound crazy that I didn’t notice all those charges, but I had enough money in my bank account that I didn’t notice those charges until I had a problem with my bank account and fraud, and then looked back with my bank at all these charges and was absolutely mortified. I’ve never stepped foot in this gym and I have no idea how they got my information and started this membership for me. There are 28 different transactions on my bank account. I have proof of it and this is fraud. That is so much money to have come out of my account when I did not sign up for a black member card and never stepped in the gym.

  Business Response

  Date: 06/23/2025

  We do not have any clubs in *********n, as this BBB is for the *********** clubs. Please reach out to the correct BBB for that location. Thanks!

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a standard member ship for years. In February of this year I brought my partner in to sign up for a new member ship. The Planet Fitness representative assisted and offered me 1 month of credit for referring my partner for a new membership. I accepted. A month later I got a bill and realized I did not get the free month, and they also upgraded my membership.
  
  My partner also only wanted the basic membership. The agent said the because it was super bowl, there was a special for black that was one month free then we could downgrade. A month later I got a bill and realized I did not get the free month.
  
  I have call 13 times to the local Stamford office and the regional office. Each time they promise callbacks from the manager or the regional manager. 1 missed the call from the regional, but have not been able to reach him since. I connected over the phone with a local manager once but said I had to come in between 8-6 Mon - Friday while he was there. I work and cannot take time off for this.

  Business Response

  Date: 06/13/2025

  Please see the response from the Assistant Regional of this location:

  I would like to provide a information regarding *** ******* membership (Membership Number: **********). *** ***** upgraded to the black card in February, and I have attached the agreement related to this upgrade.
  
  
  According to the terms of the agreement, *** ***** was scheduled to be billed on March 17. After reviewing the invoices, it was confirmed that he was charged for this billing cycle on March 1, with an amount of $52.11.  for his annaul fee and on March 17th his regualr invoice. He was not chared in Febuary, which he did recive that one month free.
  
  
  If ** ***** wants to downgrade  at any time, he is in an open agreement. 

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Planet Fitness, ******** **, received 2 payments for my membership dues for my April dues one from Medicare via ***** on 4/8, and then they took a withdrawal from my checking account on 4/17 for my April dues. They absolutely refuse to return the withdrawal from my checking account. Michelle G****, representing Planet Fitness, told me about the refusal via phone on 5/!6.

  Customer Answer

  Date: 05/28/2025

  The added docs include a timeline of how this issue took place and supporting documents (contracts and forms.

   

  **

  Business Response

  Date: 06/12/2025

  Please see the response below:

  I am following up regarding **** *****'s membership problem at our ******** Location( ***** **********) and her previous account (*********) Paying $21.28 **** ***** was previously a black card member at the ******** location. She switched to the ***** membership on April 15, which was paid for by her job. With her cancelling after the 10th, she was responsible for the April invoice. However, her job no longer provides the ***** membership. 
  
  
  **** ***** would like to revert back to her previous agreement at the original price. Unfortunately, when Shayna, the former manager, reached out to me, I explained that we could not accommodate that request seeing it was after 5 days, which is after the time frame we can reinstate a membership . However, I told Shenna I would give her 2 months free for Plus One customer service; she still wanted a refund.
  
  

   

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I don't even understand how that response addresses my complaint. Simply, ***** made a payment for my April membership on 4/8. Then PF removed an additional April payment for my membership on 4/17.  What does requesting the return of this additional payment have to do with the method PF uses to change the payer on a membership. Shayna chose to cancel my old membership (see her cancelation form as to the reason for cancelation - "duplicate contracts"...how can that be?) and then create a new membership to simply change the payer for my membership. That was the process she used. I asked nothing else when this issue was initiated except to change the payer, and this whole issue was never resolved before Shayna was no longer employed at the ******** location. How can a member be penalized for the method PF uses to change a payer? As soon as the extra payment was removed from my checking account, I asked Shayna how to get that extra payment returned to me and she said "I'm watching what is going on". Those were the last words said to me by Shayna about my issue and then she was gone. I spent 2 hours over 2 weeks watching her try to go through the process. Please let me add that no one else besides myself and Shayna were involved in our conversations. Michelle G**** provides nothing but here-say to this issue. She was not present for any conversation. There was never any mention of time limits about returning my money to me or telling me I had to make two payments for April. (FYI, if someone told me I had to make 2 payments for April because of PF's methodology for changing a payer, I would have cancelled my membership on the spot).  None of the response makes any sense. Return my money to me that does not belong to PF.  The rest of this nonsense is nothing but a distraction.

   

  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been getting overcharged by this company for months now. I've included screenshots to show that my payment is supposed to be $15.95, with a one-time yearly payment of $52.11 on May 1 of each year.
  
  As you can see, I was charged $15.95 in April (automatic payment), but on May 1, I wasn't charged for the yearly membership despite having sufficient funds in my account. Instead, I was charged a $20 late fee. I couldn't do anything about it since I was in the gym on those days, and the company told me I was paid up when I asked.
  
  Days later, I was charged my yearly fee with another $20 late fee added, even though they were supposed to remove the charge from my account. The company's excuse was that it's my yearly payment and I need a checking account number added to their system. They declined ****** as an alternative payment method, saying this would only apply to my yearly payment.
  
  Moving on to my monthly payment of $15.95, instead of taking it out of my account like they did every other month, they didn't charge me on the due date. They charged me two days later and added a late fee, even though the balance was in my account. When I asked about it, I was told that "someone" switched my non-existent checking account number as my primary payment method instead of my debit card, which is still listed as a secondary payment.
  
  I've been charged two late fees, and I'm having trouble with automatic payments. Ultimately, I want the two $20 fees removed. However, I might have to dispute the entire thing and repay what I actually owe.

  Business Response

  Date: 06/06/2025

  Please see the response from the Assistant regional below:

  "*** ***** signed up on March 21, 2025, for a Classic membership ($15.95), with an Annual Fee of $52.11 (Tax included) on May 1st, 2025. *** ***** signed up with a ***** (Prepaid) account online via mobile. 
  
  
  His first billing cycle took place on April17th,2025 for $15.95. In which would not be withdrawn, and a $20 late fee was applied 2 days after. On 4/22/2025, the late fee of $20 was waived as a one-time courtesy and *** ***** paid the invoice of $15.95. 
  *** ***** was made aware that he needed to update his checking account on file to avoid any other billing issues. His debit card was put as Primary until the checking account was updated.
  
  
  He had an Annual Fee on 5/1/2025 of $52.11. A late fee of $20.00 was applied which totaled to $72.11. On the 17th of May he had a monthly invoice of $15.95 , in which could not be collected, and a $20.00 late fee was applied on the 18th of May. 
  May 19th, 2025, $39.95 was collected from the card on file. 
  
  
  We have no documentation on file showing *** ***** has updated his billing information. Billing information is still current with the information provided upon signing up online. Therefore, a refund of $40.00 is not owed to *** *****. 
  
  
  I have attached his Agreement and Invoice history. "

  Customer Answer

  Date: 06/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The information given is primarily false and not at fault of the CUSTOMER. 
  

  My ****** account was added as my annual fee card and my debit card was supposed to have been my debit. They ultimately didn’t accept ******.

  My first payment they tried to charge my ******. After my first late fee was waved, the associate was told to make my debit card the primary payment method. (Which they acknowledge) So the May 17 payment should have been taken that day. The funds were available. Instead they applied a late fee and charged (THAT SAME CARD THEY CLAIM THEY COULDNT CHARGE) on the 19th. I included my check in list to show I was in the gym on the 18th and addressed this late fee that should not have been applied because I had the funds available and the card was my primary. I was advised to come back when a manager was present. I was charged the following day. 
  

  On May 1, I was also in the gym and asked about my annual fee being charged. It was not but I was told it was processed. Not giving me the option to pay there. I was then applied a late fee. I called the company and they left a memo about my late fee being removed because I was in fact told that my payment was taken care of but then charged a late fee. 
  

  Now they possible have added my debit card to my primary payment method but I should not have to have eaten 2 late fees for 2 months in a row due to someone simply not adding my card as my primary payment. 
  

  The gym doesn’t have water, the ceiling leaks, the associates sit on their phone instead of filling up the paper towels. I never see a manager. 

  I will receive my refund. 
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my experience for the gym in ******* ***********. After observing a group of males idling and being inconsiderate of other persons around them. As I stood waiting to use the gym equipment, they continued their engagement with each other to whichi them went over to the front desk to tell them the issue. Staff informed me that they couldn't not intervene unless I engaged with the individuals. On 4/25/25 I returned in the morning to be stopped by the staff under the pretense of an "expired" membership. I was approached by the regional manger and told was allegations were made by individuals that I said derogatory things to them. The manger did not ask me to confirm what transpired or neither was he trying to answer my questions about how these apparent group of males word held any validity. As a result of my line of questioning the manger immediately banned me from using and gym in ***********, trespassed me and proceeded to call the police, as an ******* ******** ******, his discrimination towards me and anything I had to say was unwarranted. If planet fitness claims and stands on their "Judgment free" zone policy, it should apply to all and not certain individuals.

  Business Response

  Date: 05/09/2025

  Thank you for the opportunity to address the complaint submitted by ******* ******** regarding her experience at our Planet Fitness gym in *******, ***********.
  
  
  On April 22, 2025, Ms. ******** reported to our staff that a group of male members was occupying a piece of gym equipment she wished to use. It was brought to my attention that when asked if she had communicated her intentions to the male members, Ms. ******** did not engage with them directly. Instead, it was later reported to our management that upon returning to this group she used a derogatory name specifically referring to them with a term that is offensive to the ****** community.
  
  
  On April 25, 2025, Ms. ******** visited the gym again, where the Regional Manager, was present. He had a conversation with her to bring up the complaints made against her regarding the inappropriate language used. During this discussion, Ms. ******** became visibly upset, raised her voice, and referenced the group of members and our staff In an inappropriate manner. Despite my requests for her to leave the premises, she refused to do so for an extended period. Eventually, I informed her that failure to exit the gym would necessitate calling the police to ensure the safety and decorum of our environment.
  
  
  In line with our commitment to a "Judgment Free Zone" and our responsibility to maintain a respectful atmosphere for all members, we took these complaints seriously. The actions taken were in response to the reported behavior of Ms. ******** and were conducted in accordance with our policies.
  
  
  We regret that Ms. ******** feels discriminated against based on her race; however, the actions taken were solely based on the conduct reported to us and not on any personal characteristics. We strive to ensure that our policies are enforced uniformly and fairly for all members.
  
  
  We appreciate the Better Business Bureau's attention to this matter and remain committed to providing a positive gym environment for all our members. If there are any further questions or details needed, please do not hesitate to reach out.
  

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member of planet fitness for a year. I only attended the gym for 3 months and stop. The stuff was rude and it was very uncomfortable. I wanted to ask for my money back but gave up.
  However, I called them today 4.8.24 and asked them not to renew my membership . They did it. However, the refused to refund my renewal fee.
  I never signed on automatic renewal. They never informed me that my renewal is on April 1st. In fact to my recollection I signed up on 4.10.23.
  
  I really appreciate your help with this issue and asking my renewal fee back. If I can compensate for the inconvenience and the fact I couldn't attend the gym it will be great.
  
  Thank you

  Business Response

  Date: 04/17/2025

  **** *** ***, with membership number **********. We wish to clarify the billing agreement and payment history associated with this member.
  
  Attached, you will find the following documents for your review:
  
  1. **Miss ******* Agreement**: This agreement was signed on February 15, 2024. It explicitly states that the annual fee is due on April 1 each year. Additionally, the agreement specifies that monthly payments of $10.64 (including tax) are due on the 17th of each month.
  
  2. **Billing Invoices**: I have attached the billing invoices for **** ***** which demonstrate that she paid the annual fee on April 1 of the previous year, 2024.
  
  3. **Usage Report**: A report detailing the usage of services by the member is also included for your reference.
  
  It is important to note that the member, **** *** ***, signed and authorized us to proceed with the billing as outlined: an annual fee charged on April 1 and monthly payments occurring on the 17th of each month.

  Customer Answer

  Date: 04/24/2025

  I have just received the information.  It is not to my satisfaction. 

  The attached documents were not cleared to me at the time of signing. 

  Moreover I was told by the manager when I signed that I will get information on the renewal time. Which apparently he was lied to me. 

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged an annual fee after I canceled my membership. I would like that fee returned.

  Business Response

  Date: 03/10/2025

  Hello. Unfortunately, we have not been successful in locating this member in our system. We do not have anyone with this email, phone number, or first & last name in our system. I see they have a ** address, the closest Planet Fitness location that we have in our franchise to ** is in ********** **. Can this member clarify what their home gym is? If the home gym is in **, it will unfortunately be another operator that needs to respond, though. Please let me know if I can be of any further help, we would love to see the members concerns addressed.

  Customer Answer

  Date: 03/12/2025

  It’s the Planet Fitness in ********** ** that I was apart of. I have correspondence from that gym. I use to live in ** but I moved to ** 3 years ago. 

  Business Response

  Date: 03/18/2025

  I have attached your cancellation document that shows you cancelled on 3/3. Your annual fee came out on 3/1. Per your membership agreement, you would have to cancel before the 25th of the month in order to not get charged, which I have also attached. 

  Customer Answer

  Date: 03/18/2025

  Hello,
  

  I canceled on before 3/1. Why would I be charged an annual fee when I’m not utilizing the facility at all. I don’t live in **. 
  

  ******* ***** ********** Announces Final “Click-to-Cancel” Rule Making It Easier for Consumers to End Recurring Subscriptions and Memberships
  

  which you all are not subscribing to for whatever reason.

• Initial Complaint

  Date:03/12/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ** Planet Fitness is closing for 3 weeks for renovations. They are not crediting accounts. They said we can use another club. The closest PF club is *********** which is very inconvenient. There are three other gyms in town, the ****, ***** and ** *******. Also I noticed another PF in ** was remodeling and closed for only 3 days.
  
  During the 3 weeks I will try PF’s competition in town who are very interested in offering free trials, along with several other members.

  Business Response

  Date: 04/03/2025

  Looks like the manager contacted you on 3/12, and this should be taken care of. Thanks!

• Initial Complaint

  Date:03/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/22/2025    I clicked in my memebership badge, as was
  told I owed February Dues. I paid them with Joesph the staff member.
  Joesph told me he waived the 20$ fee. 
  I told Joesph, I was not aware that my dues were not paid with
  auto pay.
  Joesph allowed me to attend the gym that day.
  I made an appointment to talk with " Michael A************
  for Monday 2/24/2025.
  I also wrote a note in the book so that the manager, Michael,
  would know I was coming. 
  On 2/26/2025   I met with Michael, and gave him a copy
  of the letter, in this email, dated 2/26/2025.
  Michael told me that he ( Michael) would wave the 20$ fee for
  December, the 20$ fee for January, if I would pay 16.01 for December, and 16.01
  for January.  Since I just found out, and furnished Michael my *******
  Bank Statement, showing July, August, Septeber, October, Novemeber 2024 paid,
  the payment issue started in December 2024. 
  I left our meeting with no resolution. 
  On 2/27/2025 I came back to the Planet Fitness, and gave Michael
  my Cancel Membership letter, ( see below, I read online, that I needed a
  letter, given to the manager  of Planet Fitness,)
  Michael informed me I did not a letter. Michael looked up my
  account, with 3 other staff memebers, and told me I could not cancel, because I
  did not agree to pay the 2 months that I supposedly owed.

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 2017 through December 2024 ($21.26 - monthly withdrawal)
  paid out roughly $1,900.00.
  The business will not return emails or phone calls regarding a refund but has cancelled my membership.
  Planet Fitness purchased ****** ******* in ******* ** around July 2017. I was previously a member at ****** *******, but did not sign the waiver to transfer membership to Planet Fitness as I was no longer living in the area. My last check-in date at ****** *******/Planet Fitness was July 13, 2017.
  I became aware of the automatic with-drawls in December 2024 and immediately contacted the General Manager of the ****** location. He was as shocked as I was that his organization had been charging me all these years. He helped me cancel my membership and gave me an email address to request a refund.
  I waited 3 weeks and did not receive a response. I then contacted the General Manager again to which I was told his Regional Manager had denied my request for a refund. I've asked AJ to reconsider the denial and provide me with a signed copy of my agreement stating I agreed to the automatic withdrawal to sign up for the gym membership or any other explanation as to why it was appropriate/legal to take money from me with no goods or services rendered. It's been 10 days and I have not received a phone call or email back.
  I strongly feel that because I never signed up for a Planet Fitness Membership in 2017 and I never used any resources, goods or services that the company has stolen from me.